Job Description:

Responsibilities

The primary responsibilities of a Tech Lead are mentioned below, but not limited to:

Coaching of Frontline agents.

Build and maintain linkages to Quality while being Process Champions.

Establish and maintain linkages to MOD for SLA (Service level Agreement).

Support and govern Case Management.

Support Manager on programs related to TCE, Cost and Operation effectiveness.

Technical leaders to team including L2/ Mentors.

Incentives, R&R administration, and Leave Planning for the team.

Maintain and distribute daily reports related to open volume, FCR etc. and analysis.

Segregate the work between SME’s and agents.

Support and attend to Supervisory calls.

Drive daily huddles along with Team Manager

Transactional escalation handling and provide timely RCA on key escalation / necessary transactions.

Coordinating with delivery excellence teams to drive the operational rigor.

Participating / drive CIP where required.

Operational review meeting

Certifications:

ITIL 4 FoundationCertified ScrumMaster (CSM)Lean Six Sigma Green BeltPMI Agile Certified Practitioner (PMI-ACP)

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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